Previously, the {eventConfirmText} SmartPhrase automation was a fixed text that read “Reply Y to confirm, N to cancel” in English, Spanish, Korean, etc. Now, WELL users will be able to freely customize the {eventConfirmText} with their preferred verbiage and translations. This provides far more flexibility and control over the messages you send to patients, in addition to improving the patient experience by delivering messages in each individual’s preferred language.

If no custom {eventConfirmText} verbiage is set at the Enterprise Settings level, the message will default to the current text (Reply Y to confirm, N to cancel) in the patient’s preferred language.

This feature, when used in conjunction with Keyword Actions allows users to customize which patient responses trigger a confirmation, request to reschedule, or request to cancel.

Use Case

Your Enterprise now has the ability to customize the {eventConfirmText} SmartPhrase to provide a patient with the option to request to reschedule their appointment. One way to achieve this could be to edit the {eventConfirmText} verbiage to say “Reply Y to confirm, N to cancel, or R to reschedule”. To take full advantage of this custom verbiage, you can additionally set up a Keyword Action to recognize the letter “R”, and consequently trigger the action to request a reschedule.

What the user sends:

What the patient receives:

Hi {clientFirstName}, will you be coming to your appointment tomorrow? {eventConfirmText}

Hi John, will you be coming to your appointment tomorrow? Please let us know by replying Y to confirm, N to cancel, or R to reschedule.

How to Set it Up

To customize the {eventConfirmText} verbiage:

Navigate to Enterprise Settings

Click Default Settings

Scroll down to “Customize {eventConfirmText} Smart Phrase Text”

Select Language for desired preferred translation

Enter desired verbiage

Given the use case provided above, create the following custom verbiage: “Reply Y to confirm, N to cancel, or R to reschedule”

By creating this Keyword Action that corresponds to your custom {eventConfirmText} verbiage, a patient now has the ability to respond with the letter “R” and automatically prompt an appointment reschedule request within WELL.